Posts Tagged ‘Customer Service’
Friday, December 13th, 2019
by Justin Grensing, Esq., MBA
In many B2B relationships, the amounts of money changing hands can be significant. For small businesses engaged primarily in the B2B realm, a single B2B client could make up a huge percentage of the small business’s total revenue. Moreover, the products and services offered to B2B customers can be fairly complex and take time to deliver in full. All of this makes the invoicing process a valuable tool for small-business owners serving B2B customers. A well-designed invoicing system can help smooth cash flows and provide revenue even before the ultimate completion of a final deliverable. (more…)
Tags: better business practices, billing clients, business practices, Customer Service, invoicing systems, managing cash flow, payment milestones
Posted in Business Development, Client Relations, Customer Service | No Comments »
Thursday, May 30th, 2019
There’s an old saying in customer service that a customer who has a good experience with your business might tell a single friend while a customer who has a bad experience will tell ten. Unfortunately, those numbers might be drastically out of date in the age of social media. In an era where any individual has the chance to communicate with millions of people around the world, even a single incidence of poor customer service can have significant impacts for businesses of any kind. (more…)
Tags: Brand Management, consumer relations, Customer Service, digital communications, Employee Communication, going viral, media relations, pr, Social Media
Posted in Brand Management, Marketing and Branding | No Comments »
Thursday, April 4th, 2019
by Justin Grensing, Esq., MBA
Amazon has proven time and again to be particularly adept at figuring out what its customers want and giving it to them. Whether it’s shopping suggestions based on previous orders, on-demand media content or same-day delivery, the retail giant answers the demands of the people whose purchases are lining its pockets.
The latest example of this as-you-wish mentality was recently announced and reported in an article for CNN by Taylor Nicole Rogers titled “Amazon’s new waste-reduction strategy: Delivery only once a week.” (more…)
Tags: Amazon, Customer Service, delivery, market shifts, marketing research, one-day delivery
Posted in Customer Service, Innovation, Marketing and Branding | No Comments »
Thursday, July 20th, 2017
No company retains every customer they do business with. There is a natural ebb and flow of customers over time, whether your company provides a product or a service. Understanding that ebb and flow is important. Calculating the lifetime value of your customers, anticipating potential losses and determining how much time and effort to spend on prospecting for new customers are all very important elements of running any business. (more…)
Tags: Customer Service, lifetime value of a customer, losing a customer, losing customers
Posted in Business Development, Client Relations, Customer Communication, Customer Service | No Comments »
Tuesday, June 20th, 2017
In an article for the American Marketing Association (AMA) titled “How Effective Is Social Media Marketing at Driving Brand Loyalty?”, Lawrence Crosby discusses the numerous ways in which social media can be used as a great tool for increasing customer engagement and – hopefully, as a result – customer loyalty. Much of the article deals with customer engagement in terms of creating online communities and serving up useful content to keep customers coming back to your business through its various channels, online and otherwise. (more…)
Tags: appeasing customers, customer complaints, customer engagement, customer satisfaction, Customer Service, relationship management, social engagement, Social Media
Posted in Client Relations, Customer Communication, Customer Service | No Comments »
Thursday, May 18th, 2017
Every business will gain and lose customers over the course of the business’s lifetime. Of course the hope is that there will be more gains than losses; however, sometimes businesses find themselves in the opposite situation and struggle to understand why their customers are leaving. While creative companies could come up with a myriad of creative and complex metrics and measurement techniques to try to gain some insights, one of the best ways to determine why customers are lost is to ask them! (more…)
Tags: B2B marketing, B2C marketing, customer appreciation, customer retention, Customer Service, lifetime value of a customer, lost customers, Marketing
Posted in Business Development, Client Relations, Customer Communication, Customer Service, Healthcare, Healthcare Communication and Marketing | No Comments »
Thursday, January 12th, 2017
Sometimes clichés can become so pervasive that we fail to think critically about their meaning or the full implications of the statement. A classic example in business, generally, and customer service, specifically, is “the customer is always right.” To state the obvious, the rationale is that no matter how difficult, rude and unreasonable a customer may be, that customer is paying the bills — and you should do whatever it takes to make that customer happy. (more…)
Tags: business referrals, customer experience, customer relations, Customer Service
Posted in Business Development, Client Relations, Customer Communication, Customer Service | No Comments »
Tuesday, May 10th, 2016
Sometimes I think the most simple thing that we can do as businesspeople and marketers is to “put ourselves in the shoes” – literally – of our prospects and customers. Are we making it easy to buy? Or are we setting up unintentional barriers, however “slight,” that may interfere with – or obliterate – the purchasing process? (more…)
Tags: analytics, Brand Management, customer engagement, Customer Service, Google Analytics, purchase behavior, sales funnel
Posted in Analytics, Brand Management, Customer Communication, Customer Service, Internet Marketing, Sales, Web Sites | No Comments »
Tuesday, June 2nd, 2015
I responded to a reporter’s query recently wondering about whether companies in industries with historically “poor” reputations (e.g. airlines, cable companies, telephone providers, etc.) are hindered because they serve as a “middleman” for consumers to access their services and that they may purposefully decide to just suck it up, accept the fact that they will never be able to satisfy their customers and, therefore, cut back on the costs of providing exceptional service. My short answer: “No.”
Here’s why, and what I think is really at play here. (more…)
Tags: Brand Management, branding, customer satisfaction, Customer Service
Posted in Brand Management, Customer Service, Marketing and Branding | No Comments »
Tuesday, January 13th, 2015
I’m a big fan of EContent, a media outlet that focuses on content related to digital publishing, media and marketing. They have a number of very influential contributors* who write about trending topics, and useful strategies and tactics to help readers succeed in the online world.
It’s one of the many media outlets that I try to read as often as I can. Recently, when browsing through the topics on their homepage, I came across a piece by Theresa Cramer, the editor of EContent: Lessons From Serial: The Myth of the Shrinking Attention Span. I found it to be a very thought-provoking piece, and I was especially struck by one particular line in the piece: (more…)
Tags: Customer Communication, customer satisfaction, Customer Service, EContent, Innovation, Marketing, persuading customers, Theresa Cramer
Posted in Business Development, Client Relations, Content Marketing, Customer Communication, Innovation, Marketing and Branding, Sales | No Comments »
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